This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Planner, Workforce Management based in India.
This role plays a critical part in ensuring operational efficiency and service excellence across large-scale, multi-client environments. You will be responsible for translating demand forecasts into actionable workforce capacity plans, helping ensure the right staffing levels are in place to meet service goals over short-, medium-, and long-term horizons. The role combines analytical rigor with strategic planning, requiring a strong understanding of workforce dynamics, contact center operations, and performance drivers. You will collaborate closely with internal and external stakeholders to balance service level expectations with cost efficiency. The environment is fast-paced and data-driven, where accuracy, adaptability, and proactive planning are essential. This position is ideal for someone who enjoys solving complex operational challenges and influencing decisions that directly impact customer experience.
Accountabilities:
- Develop and maintain workforce capacity plans by translating client forecasts and internal assumptions into FTE and hour requirements.
- Use workforce modeling techniques such as Erlang-C and straight-line forecasting to support staffing and service level decisions.
- Lead capacity planning discussions with stakeholders and provide data-driven recommendations to optimize workforce allocation.
- Maintain and continuously update planning models to account for seasonality, growth trends, and operational changes.
- Analyze performance trends and forecast accuracy across key metrics such as AHT, attrition, shrinkage, and fill rates.
- Conduct scenario planning (“what-if” analysis) to assess risks and support strategic workforce decisions.
- Ensure alignment between service level targets and labor cost efficiency across multiple clients and channels.
- Support leadership in long-term planning, reporting, and presentation of workforce insights and KPIs.
Requirements:
- 5+ years of experience in Workforce Management, preferably in contact center or multi-client environments.
- Strong expertise in capacity planning, forecasting, scheduling, or workforce optimization roles.
- Advanced proficiency in Excel and PowerPoint; experience with tools like Anaplan or similar WFM platforms is a plus.
- Familiarity with ACD and workforce systems such as Avaya, Verint, IEX, Teleopti, or similar tools.
- Strong analytical and problem-solving skills with high attention to detail and accuracy.
- Ability to manage multiple priorities and work effectively under tight deadlines.
- Excellent communication and stakeholder management skills, including presenting insights to leadership teams.
- Strong understanding of operational KPIs, service levels, and contact center performance drivers.
- Flexible and adaptable mindset, comfortable working in dynamic and evolving environments.
Benefits:
- Competitive compensation aligned with experience and industry standards.
- Opportunity to work in a global, remote-first workforce environment.
- Exposure to large-scale, multi-client operational and planning frameworks.
- Professional growth in advanced workforce management and analytics practices.
- Collaborative and performance-driven culture focused on continuous improvement.
- Opportunity to influence strategic planning and operational decision-making.
- Flexible work arrangements depending on business needs.